Case Study: Canal+ Cuts Voice Efforts and Delivers More Personalized Support with RingCentral Engage (RingCentral)

Canal+ Moves Subscriber Interactions into the Digital Domain, Reducing Voice Efforts and Offering More Personalized Customer Support

Canal+, the French pay-TV and video-on-demand provider, needed to modernize customer care as viewing habits and social media use changed. With hundreds of Facebook pages and rising inbound digital interactions, the company aimed to move subscriber contacts into digital channels to cut voice costs, offer more personalized support, and reduce customer effort.

Canal+ implemented RingCentral Engage to create an end-to-end online journey, route email/chat/social channels to in‑house and outsourced teams, and replace its legacy forum with RingCentral Communities bridged to Facebook. The community now serves 600K+ members with six managers, handles 80% of technical issues via peer support, and helps Canal+ answer 98% of queries while delivering real‑time customer feedback and stronger brand advocacy.

Canal+

Frédéric Gonin

Head of Customer Relationship Digitalization, Canal+ Group